7 Concerns every Social Media Manager has with social media
Although most people think being a Social Media or a Community Manager is a piece of cake, the job is so much more than just sitting on Facebook all day. You may loooove your job but it can be very challenging and stressful at times.
Whether you manage social on behalf of one company or several clients, it’s not always an easy task. So, we decided to investigate the matter by diving deep into the weekly life of a Social Media Manager.
Here are the top 7 concerns Social Media and Community Managers have to face every day.
1 – Being Flexible and Managing Time
Monday, 8:30 a.m. A new week full of planning, creating, scheduling, monitoring and analysing awaits you. As a social specialist operating for different clients, you always have a busy schedule. And to think that so many people reply “You’re being paid to spend your whole day on Instagram and Facebook? What a dream job!” when you tell them what you do for a living.
If only they knew…
When being a Social Media or Community Manager, time is usually one of your biggest concerns. With social being accessible 24/7, communities often expect an immediate response to what they post, whether it’s midday or midnight.
So, flexibility is the #1 quality you need to have. You surely remember that GOT episode you were so drawn into and had to pause just before they were going to announce who Jon Snow’s real parents are? So frustrating… Alas, that is what being a Social Media or Community Manager also means.
Luckily, this only happens every once in a while; especially if you manage your time effectively. Indeed, being a great time manager is the #2 quality required to be a Social Media or Community Manager.
How can you ensure you optimise your time?
- Hold a calendar or diary to keep track of your tasks and the meetings you have to attend
- Keep a daily or weekly to-do-list to help you visualise your workload and give you motivation
- Automate your posts; there are many scheduling tools out there!
- Use project management tools when doing teamwork
- Don’t forget to duck into accounts regularly each day
Thanks to these, you’re able to focus on other things for this busy week.
2 – Getting Communities to Engage
1:42 p.m. You’ve just finished a delicious sushi meal from the corner Japanese place and your brain is bubbling up with ideas for that one client you’ve got to send proposals to by tomorrow. Well, you’re almost done so what’s the worry?
Okay, we know. You’d like engagement to do even better this time. If nobody engages with your posts, that means there’s something wrong with your strategy and that could reflect badly on you. There’s no way you could ever let that happen!
So, you’re always on the lookout for creative ideas, appealing images and finding seasonality-based posts to inspire the audience. It really isn’t as easy as your friends think…
Overall, our one piece of advice to you is to keep it consistent. Consistency will not only assure you the content you post is reliable but also allow you to have a clear global view of your work. And the only way to achieve that is by planning ahead. So, go ahead and plan!
3 – Keeping it Authentic with your Audience
Alright, everything seems consistent now. You’re slowly coming to the terms of having your calendar nicely filled out with Facebook, Instagram, LinkedIn and Twitter posts for that client. You’re almost done. Just keep up with the good work!
Something else bugging you? Oh yes, we know what. In all of that planning, you still need to be authentic to keep your audience interested. Planning may be an important part of your job as a social media professional, but keeping space for spontaneity is also essential.
How do you do that all the while managing an editorial calendar?
Quite simple! Work on your tone of voice, don’t sound robotic, use colloquial language and personalise your comments to the person you’re replying to.
Tuesday, 3:35 p.m. You’ve just sent those post proposals to the client. Fingers crossed they’re going to be approved.
4 – Managing Social Media Breakdowns
Thursday, 10 a.m. The client has just approved the posts. Hurray, victory! All you’ve left to do is schedule the posts and you can go back to ducking into other clients’ accounts.
So, it’s near lunch and just before you go on your break, you do your usual Instagram check-up. Why is the app taking so long to load? “Come on!” you tell yourself while you tensely click in turns on both the return and Instagram icons, hoping that’s going to make it work.
Nooooooo! You slowly realise Instagram is experiencing a breakdown. Does that mean that 12:26 post won’t go live? Very likely. When situations like this occur, there isn’t much you can do apart from tell the client and wait. If your content is timely, then it’s unfortunately lost.
Luckily, the Instagram breakdown only lasted for 2 hours and you’re able to reschedule the post for tomorrow instead.
Now, it’s the end of the week. Phew! You can finally relax a little.
5 – Managing Negative Comments
It’s Saturday arvo, you’re sipping a broccoli-apple-orange-avocado smoothie (what you’ll endure to have glowing skin…) whilst sunbathing on the beach. Everything’s perfect. Your phone is stashed deep in your beach bag and you don’t have a care in the world for it right now — it’s the weekend after all.
The only thing that could go wrong is if an unhappy customer posted a negative comment on that big client’s post that went public an hour ago, right?
And shoot, it just happened!
That’s okay, we know you’ll get your phone out any time—a social media savvy doesn’t stay without their phone for long—, and once you do, you need to act fast and smart! We don’t want this to go viral and fall out of proportion. Thousands of customers could read that negative review and spend their money elsewhere. Worse, it could result in a bad buzz for the brand. And that’s no good…
First thing to do is to not ignore the comment and reply ASAP to avoid making the customer angry. If you don’t have an immediate solution to the customer’s problem, simply apologise, tell them that you’ve taken their remark into account and invite them to contact you by private message to further explain the problem.
6 – Client Communication
You’ve told the angry customer that you understand their annoyance and that you’ll come back to them with a concrete answer. But in this particular case, you need the client’s advice—and fast!—to get that concrete answer.
You’ve called 5 times, sent 3 emails and wrote 10 text messages to different people, stating the emergency of the situation, and still no reply… What to do? Well, just like social media breakdowns, there isn’t much more you can do other than wait.
Too often, Social Media and Community Managers are crippled by the lack of responsiveness coming from clients. When a brand is online, it’s open to all manner of criticism and negativity. So, efficient communication to and from the client is paramount!
Finally, the client has given you indications on how to reply to the customer and everything is back into line. Phew!
7 – Being Thick-skinned
We know how easy it is to feel overwhelmed but in case of any crisis on social, keep in mind that you are not the brand and this negativity is not directed at you personally. Keeping your cool and not involving yourself personally is a must in the job.
Also remember why you love your job—it’s social, engaging, creative, you’re never bored, and you learn so much from it!
Now, you can relax again, gaze at the ocean and enjoy the rest of this beautiful day.